Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties



Upcoming Events






Some Nice Niche Technologies - Strategic Contact - Blog

Some Nice Niche Technologies

Mainstream technologies get a lot of press. As the backbone of contact center operations, they’re on everyone’s radar and they need to function at peak efficiency. But I’d like to put a spotlight on a few niche technologies and tell you why I find them intriguing

Desktop and process analytics (DPA) captures and analyzes all activity on agent desktops. It’s an invaluable tool for ongoing performance optimization as well as targeted improvement efforts. For example, DPA supports root cause analysis to identify the most common challenges in finding and using information. Armed with this insight, the center prioritizes what to fix – the desktop interface, the search engine, end user training, etc. Analysts in the center work with IT and the training department to tackle the problems. With a good baseline before changes are made, the tool can then help verify whether or not the fixes worked. The potential results? Handle time goes down, first contact resolution goes up, answers are correct and consistent, and customer experiences improve.

Speech analytics can take a center’s quality monitoring program to a whole new level. For example, CallMiner can automate scoring of every contact and provide feedback in graphical performance dashboards. Utopy (now owned by Genesys), Verint, and others automate call selection for QM based on keywords or phrases. Some vendors can also use real-time capabilities to notify supervisors of a quality issue as it’s occurring. Coaching can happen in real-time or as a follow up to opportunities the SA/QM tool reveals. SA can also help an analyst look at trends and overall scores to determine if new training and/or processes (or things like cross-selling new product offerings) are taking hold.

Context-aware applications use information (who, what, where, when, how) to create “seamless and integrated” customer interaction journeys across a wide variety of media. Hooks into traditional CRM applications may provide additional data (or context). Applications use this information in targeted routing as well as screen pop of customer information and their interactions. So what makes this one exciting if it’s just glorified CTI? Many centers don’t have CRM, or if they do, it may not provide all the tracking needed for contact routing and handling. Moreover, they are not using data effectively through integration and business rules that leverage the right data to benefit customer interactions, not to mention the visibility into outcomes through reporting and analytics that follows. Using context effectively can lead to increased agent productivity, customer satisfaction, and upsell/cross-sell opportunities.

Gamification formalizes incentives and performance management through gaming tools, creating both competition and collaboration. It can create a new focus on and visibility to performance targets. For example, gamification can apply to compliance, adherence, and offers, but can also include things like knowledge contribution, assisting peers, and suggesting continuous improvement opportunities. It can be utilized in the short term for targeted initiatives, or in the long term to ensure performance measurements don’t become tiresome or ignored. The direct tangible paybacks are in agent retention and performance, which can also lead to customer retention. The value increases with the right targets and incentives, e.g., by rewarding high customer satisfaction or effective upsell.

It’s easy to get excited about the next great thing. And while I don’t want to temper enthusiasm, I would be remiss if I didn’t offer my list of things you should do before you become enamored with the latest, greatest technology:

  • Institute accurate screen pop on arrival and on transfer based on ANI or caller entered identification
  • Design and implement a good main menu – short, to the point, low level of effort (and no irritation factor!)
  • Provide representatives with as much information as the customer can see online – or better yet, more
  • Give representatives easy access to the right knowledge at the right time, making sure it’s up to date and consistent across channels
  • Follow through on problem solving by taking action on commitments made to the customer
  • Follow up on bad survey feedback by having  business rules trigger action on low scores – e.g., root cause analysis and a call from a leader

Read the full article for some cautionary advice as well as a list of other interesting niche technologies.


Publish Date: April 12, 2016 5:00 AM

2020 Buyers Guide Recruitment Products/Services


HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
PH: 1-416-992-5158

TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333

View more from Strategic Contact

Recent Blog Posts:
Is Your Contact Center Ready for Novel Coronavirus-like Scenarios?February 26, 2020 5:00 AM
Does Your Technology Help (or Hinder) Agent Engagement?February 5, 2020 5:00 AM
Make 2020 the Year of the AgentDecember 3, 2019 5:00 AM
Get Excited About Self-ServiceAugust 14, 2019 5:00 AM
Affordable Technology Comes to the Rescue for Small Contact CentersJune 14, 2016 5:00 AM
Take a Fresh Look at ID&VMay 6, 2016 5:00 AM
One Number, NOT One QuestionMay 2, 2016 5:00 AM
Some Nice Niche TechnologiesApril 12, 2016 5:00 AM
Healthcare Turns to Contact Center Consultants to Improve Patient AccessApril 5, 2016 5:00 AM
No “Secret Sauce” to Sales SuccessMarch 24, 2016 5:00 AM

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =